Service Level Agreement
Enterprise Plan Only
Sign.co is constantly working to improve its commitment to quality customer support. We kindly ask you to help us respond to your requests efficiently by providing any relevant information about the problem.
| Low (P4) | Medium (P3) | High (P2) | Urgent (P1) | |
|---|---|---|---|---|
| Priority Description | ||||
| Severity | No impact to standard workflows. Work around available to circumvent the issue. | Minor Interruption to standard workflows. Work around available to circumvent the issue. | Major Interruption to critical processes affecting a subset of users. No work around available. | Severe interruption to work, impacting all users. No work around available. |
| SLA Targets | ||||
| First response time | Same business day. | Same business day. | Within 2 hours. | Within 1 hour. |
| Resolution time | Within 2-4 weeks (2 sprint cycles) | 1-2 weeks (within a sprint cycle) | 2-3 Working days. | 24 Hours (Immediate hotfix) |
Support Capabilities
You’re in the capable hands of the Sign.co Support Team!